Ink Cartridge Refill Help Center

HP Officejet Pro 8610, 8615, 8620, 8625, 8630 Printer Errors



For refilled HP 950/951 ink cartridge series printer models which display printer/cartridge error messages such as “missing or damaged”, “ink cartridge damaged”, “cartridge problem”, “replace”, “empty”, etc., there is a new printer firmware update available for your printer model which will enable refilled ink cartridges to function normally.  Click on the HP link below; this will explain and offer a printer firmware download to fix the issue and allow you to continue using refilled ink cartridges: click here:

NOTE: HP routinely ‘pushes’ auto software/printer updates which can sometimes roll the printer firmware versions back and unfortunately disables refilled/aftermarket cartridges from functioning. We suggest you disable the receipt of any future auto-updates, click here for instructions:


Why did HP do this?

See ACTIONABLE INTELLIGENCE Report, Sept. 2017 — Is HP up to Its Same Old Firmware Tricks? 



NORMAL Cartridge Alerts

1) Upon installation of a refilled HP 950, 950XL, 951 & 951XL ink cartridge you will observe various ‘Used’, ‘Counterfeit’ & ‘Non-HP’ alert messages. Choose ‘Yes’, ‘Continue’ and/or ‘OK’ to bypass the various nuisance alerts. This will enable normal print operations.


What printers are impacted by the 2016 firmware upgrades?

HP Officejet Pro 8610

HP Officejet Pro 8615

HP Officejet Pro 8620

HP Officejet Pro 8625

HP Officejet Pro 8630



What kind of error messages are customers seeing when impacted by this firmware issue?

If the customer has accepted the firmware upgrade and are using older versions of the smart chip that are not compatible with the new firmware, they will see lockout error messages such as “Cartridge Problem”, “One or more cartridges are missing or damaged” or “Older generation cartridge” which prevents HP 950-951 refilled cartridge usage.


Please be aware that printer error/message can jump from color to color; all refilled cartridges may be suspect.


Resolution Steps:

If you have recently updated your printer’s software/firmware and continue to experience a cartridge lock-out, we recommend you return your cartridges to the retailer for smart chip evaluation.  You will need to bring in ALL refilled cartridges to ensure each has a compatible chip version installed.



How to Disable HP Auto Updates:

To help prevent future cartridge lock-outs it is suggested to disable HP Updates as they appear (i.e. 1 or 2-week time-based message).

Step 1. When the HP Update prompt is displayed, select Settings (if shown).


Step 2. Select ‘Never’ under Notification software update frequency.


Step 3. If your computer continues to display the HP Update prompt, select Cancel.



NOTE: The HP 950/951 ink-series printers use a display panel and require that the Web Services function be enabled for automatic updates to work. To change the automatic update settings you will need to follow the below prompts:

  • Open Web Services
  • Open the Settings screen
  • Select Printer Update
  • Select Auto Update

Select the On or Off option


TECHNICAL NOTE: The built-in PRINTHEAD will eventually fail over time with usage and age (may or may not be replaceable depending on printer model – refer to User Manual).Printhead

Possible Printhead Failure? 




How the HP 950/951 Ink-Series Printer Printhead Works:



To learn more about Printhead Function & Failure conditions, please select your printer model:

HP OfficeJet Pro 8100 Printer ( N811a )HP OfficeJet Pro 8600 Printer ( N911a ),  HP OfficeJet Pro 8600 Plus Printer ( N911g ),  HP OfficeJet Pro 8600 Premium Printer ( N911n ),  HP OfficeJet Pro 8100 Printer ( N811d ),  HP OfficeJet Pro 8610 eAIO Printer ( A7F64A ),  HP OfficeJet Pro 8620 eAIO Printer ( A7F65A ),  HP OfficeJet Pro 8630 eAIO Printer ( A7F66A )HP OfficeJet Pro 251dw Printer ( CV136A )HP OfficeJet Pro 276dw  MFP Printer ( CR770A )HP OfficeJet Pro 8610 eAIO Printer ( E1D34A )HP OfficeJet Pro 8615 eAIO Printer ( D7Z36A ),  HP OfficeJet Pro 8616 eAIO Printer ( J5T77A )HP OfficeJet Pro 8625 eAIO Printer ( D7Z37A )HP OfficeJet Pro 8640 eAIO Printer ( E2D42A )HP OfficeJet Pro 8660 eAIO Printer ( E1D36A ).


Initial report from ACTIONABLE INTELLIGENCE on this subject (Sept. 20, 2016) – HP Inkjet Printer Firmware Update Disables Some Third Party Inkjet Cartridges



For any additional questions or issues please contact us.

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